Glossary
CentreVu® Advocate Release 8 User Guide
GL-20
Standard Agents
Standard agents are agents in a skill who are assigned a skill level from 1
to 16, rather than being reserve agents. Standard agents are also known
as non-reserve agents. Standard agents can have roles of top, roving,
backup, or allocated.
Standard Reports
The set of reports that are delivered with the CMS or
CentreVu
Supervisor software.
Station
An unmeasured extension. An extension that is not currently staffed by
an agent or that is a member of an unmeasured split/skill or hunt group.
Subsystem
Each CMS main menu selection (for example, Reports, Dictionary,
System Setup, Exceptions, etc.) along with Timetable and Shortcut is
referred to as a subsystem of the Call Management System throughout
this document.
Switch
A private switching system providing voice-only or voice and data
communications services (including access to public and private
networks) for a group of terminals within a customer’s premises.
System AUX
The
DEFINITY switches use the reason code 0 as the default code for
situations in which the switch places the agent in the AUX mode
automatically (for example, on login, when agents make or receive
extension calls from AI/MI mode, when the agent is taken out of service
due to failure to answer a ringing call) or logs the agent out (for example,
during a Move Agent while Staffed operation). ASAI applications that
change the agent’s work mode to AUX or log the agent out without
specifying a reason code will result in change to AUX or logout with the
default reason code.
Tertiary Split/Skill
Generic 3 with vectoring, Generic 2.2 with EAS only. When a call is
queued to multiple splits/skills, the third split/skill the call queued to in a
VDN is called the tertiary split/skill.
Thresholds
Supervisor thresholds are defined as Caution or Warning. Threshold
highlight settings apply only to some real-time data items in real-time and
integrated reports. For information on setting threshold highlights, see the
CentreVu
®
CMS R3V6 Administration (585-215-850) document.
Time Format
The standard format for entering times on CMS reports. Acceptable
formats are:
●
AM/PM format (for example, 7:30AM-5:00PM).
●
Military time format (for example, 7:30-17:00).
